Troubleshooting Issues and Resolutions (Web Portals)

Overview

Updated 05/16/2023

Prescreening
Competencies
Error Codes

Prescreening

Applicant doesn’t pass prescreen despite giving correct answer

Issue

An applicant gives the correct answers for a prescreen but is presented with the rejection message and is not allowed to move to the next phase of the application workflow.  

The applicant may also be presented with an incomplete list of prescreen questions for the application workflow.

Cause

Applicants experience this issue when the all of the following three conditions are met:

1. The applicant is applying to an agency.
2. The applicant has already failed a prescreen in the current application workflow.
3. An Avionté Web Platform admin has added one or more new prescreen questions to the current application workflow since the applicant took and failed the prescreen.

When these conditions are met, the applicant will be presented with only the new questions in the prescreen section. However, the applicant will always fail the prescreen, regardless of whether they provide passing answers to the new prescreen questions.  

Once an applicant fails a prescreen in an application workflow, they are considered to have failed the prescreen for ALL jobs associated with that specific application workflow.

This mechanism is in place to prevent applicants from retaking the prescreen and entering different answers in order to pass.

Solution

An applicant's failed status is limited only to the specific application workflows associated with the jobs they’ve applied for.

If the applicant applies for a job that is associated with a different application workflow, the applicant will have the opportunity to pass or fail the prescreen for that application workflow.

Duplicate Questions in Core Application or Aero

Issue

There are duplicate questions associated with an applicant or employee that appear on the Avionté Web Platform under Talent > Q&A and in the Core application under the Employee > Interview section.   

Cause

There are two potential causes of this issue:

1. Duplicates already existed in a previous software platform and were copied to the Avionté database when converting from that platform to Avionté.
   
2. Duplicate questions were created when a custom process was implemented by Avionté Tech Services.  

Solution

Delete the duplicate question from the employee record in the Core application.

Note: Before deleting the duplicate question, it is recommended to view the Employee Log and verify that there is no valuable historical information associated with the question.  Any information associated with the question will be deleted along with the question itself.

If there is concern that more than one question was duplicated, contact Avionté support to determine the best course of action.  

Report, search, or query based on an interview question category no longer returns expected results

Issue

Custom reports, searches, and/or queries that key off of the categories of interview questions in the Core application no longer return expected results for an applicant or employee. 

Cause

The category of the interview question has been changed by that question being used in an application workflow.  

An interview question’s category is changed in cases where both of the following conditions are met:

1. The applicant's employee record already has interview questions in the Employee > Interview section. These questions could have been created manually or by having the EmployeeInterview Config Choice record requirement set to “Node”.
   
2. The applicant completes an application workflow with a prescreen or questionnaire that uses a question that already exists in the employee record.  

When these conditions exist, the interview question’s category is changed to either “Avionté Web Platform Interview Questions” when used in a questionnaire or “Avionté Web Platform Prescreen Questions” when used in a prescreen.

Solution

It is recommended that in this situation the report, search, and/or query be updated to key off of the new question category.  

If this is not possible, it is possible to create a duplicate of the question in Admin Tools > Config Choice, assign it the desired category, and then add it to the Employee record.

See Admin - Add and Edit Interview Questions for more information about creating new interview questions.

A question that was in a Questionnaire or Prescreen question is now missing

Issue

An interview question that had been set as a questionnaire or prescreen question by an Avionté Web Platform admin is now missing from the Application Workflow.

In Admin > Welcome: Prescreen, the question will appear to have been removed, leaving a blank, unconfigured question in its place.

In Admin > Questionnaire, the question will appear to have been removed from the list of questions.

Cause

There are two potential causes for this issue.

1. The question may have been deleted from Admin Tools > Config Choice > EmployeeInterview.
   
2. The question hasn’t been made available in Admin Tools > Config Choice > EmployeeInterview for at least one branch.  

Solution

Verify that the Question Exists

Verify that the question exists in Admin Tools > Config Choice > EmployeeInterview.

If the question doesn’t exist, then create it and ensure that it has been made available to at least one branch in the organization.  See Admin - Add and Edit Interview Questions for more information about creating interview questions.

Make the Question Available

If the question exists, set the interview question to be available for the desired branches. See Make Interview Question Available for Avionté Web Platform for information on making an interview question available.

Applicant answers don’t appear in Core application

Issue

Questionnaire answers submitted by an applicant do not appear in the Core application under Employee > Interview.  

Cause

This issue occurs when the answer types and answer options configured for a question in a questionnaire don’t match those set in the Core application.

While interview questions and their answers are configured in the Core application under Config Choice > EmployeeInterview, a question that's part of an application workflow has its answer formats and options manually configured on the Avionté Web Platform.

This introduces the possibility of having conflicting answer options and answer formats in the Core application and in a questionnaire on the Avionté Web Platform.  

If there are conflicting answer options and answer formats, the applicant’s answers from the other platforms will not appear in the Core application in their record under Employee > Interview.

The answer format must match and answer options must be identical across all platforms. This includes spaces entered before and after commas, spaces between words in the answer, and capitalization. Each answer is separated by a comma. It is recommended that no spaces be used before or after the answer options on any platform.

Solution

Ensure that the answer formats and answer options for the question match in both the Core application and in the application workflow.

See the Admin - Add and Edit Interview Questions section above for information about creating a new interview question. See Admin - Application Workflows - Questionnaire for more information about configuring a questionnaire in an application workflow.

Applicant doesn't see all prescreen questions configured in Prescreen application workflow admin page

Issue

When taking a completing a set of prescreen questions in an application workflow, an applicant does not see all of the questions that have been configured by an Avionté Web Platform admin in Admin > Application workflow > Prescreen.

Cause

Applicants experience this issue when all of the following three conditions are met:

1. The applicant is applying directly to a staffing agency or via a job posting.
2. The applicant has already completed a prescreen question that appears in the current application workflow. They may have answered the question as part of another application workflow, or the question has already been answered and is in their employee record. 
3. An Avionté Web Platform admin has added one or more new prescreen questions to the current application workflow in the time since applicant originally completed the workflow.

When these conditions are met, only the new questions will be presented to the applicant upon reaching the Prescreen workflow section.

Solution

No action is required. The applicant only needs to provide answers to the new prescreen questions to move on to the next workflow section. Their answers to any prescreen questions in previous applications have already been saved in the system.  

Graphic won’t load in the prescreen rejection message

Issue

When attempting to add a graphic or image to the prescreen rejection message, the image doesn’t load in the message editor. Instead, a broken graphic icon similar to the example below is displayed in the editor window and the actual message presented to the applicant.

Cause

There are three potential causes for an image to fail to load in the message editor:

1. The URL was entered incorrectly when adding the image to the message.
   
2. The image is not available at the URL provided. It may no longer be at that location or the location may be password protected.  The message editor does not support password protected URLs.
   
3. The image’s URL was generated by a URL shortener like bit.ly, TinyURL, or Goo.gl.  URL shorteners aren’t supported by the Aero platform.

Solution

Ensure the image’s full URL has been correctly entered and that the image can be accessed without a password.

Competencies

Applicant can move to next workflow section without entering minimum number of skills

Issue

An applicant can move to the next phase of an Application Workflow without entering the minimum required number of skills on the Competencies workflow section admin page.  

Cause

This occurs when there are fewer skills in the applicant’s branch set to IsWebVisible than the minimum required number of skills.

When this is the case, the skill requirement is ignored. This effectively removes the requirement and allows the applicant to move on to the next workflow section without entering skills.

Solution

Ensure that there are more skills set to IsWebVisible for the applicant’s branch than the required number set in Admin > Application Workflow > Competencies.

Existing Skill Codes

To set existing skill codes to IsWebVisible, follow the process outlined in Set a Skill Code as IsWebVisible.

Create New Skill Codes

To create new skill codes, follow the process described in Admin Tools: Skill Code - Add New Skill Code to create it and ensure that it is set to IsWebVisible.

A skill appears on Avionté Web Platform but does not appear in Core Application

Issue

Competencies appear in an applicant's talent record on the Avionté Web Platform under Talent > Qualifications > Competencies, but they don’t appear in the Core Application under Employee > Skills.

Cause

The skills and competencies are added to the Competencies workflow section from two different sources:

Resume Parser

Competencies recognized by the resume parser and added to the applicant's talent record can be viewed on the Avionté Web Platform in Talent > Qualifications > Competencies.  However, these competencies do not have an equivalent location in the Core Application. They can ONLY be viewed on the Avionté Web Platform.

The Applicant

Skills added by the applicant can be viewed on both platforms. In the Core Application, they are located in Employee > Skills.  

On the Avionté Web Platform, they are located Talent > Qualifications > Avionté Skill Codes (Read-only).

Solution

Competencies added by the resume parser can only be viewed on the Avionté Web Platform.

A skill is not available for an applicant

Issue

A skill doesn't appear in the list of available skills for an applicant while in the Competencies workflow section.

Cause

There are two potential causes for this issue:

1. The skill code does not exist in the system.  
   
2. The skill code is not set as IsWebVisible for the applicant's branch.

Solution

Verify the Skill Code exists

1. Navigate to the Start page.
2. Click the Actions menu.
3. Select Admin Tools.
4. Click System.
5. Double-click Skill Code to open the Config Skill Code window. 
6. Search for the skill by clicking in the SkillCode search field and entering the name of the skill in question.
   
   
   
   
7. If the skill code does not exist, follow the process described in Admin Tools: Skill Code - Add New Skill Code to create it.

Verify the Skill Code is set as IsWebVisible

 To set existing skill codes to IsWebVisible, follow the process outlined in Set a Skill Code as IsWebVisible.

Error Codes

Missing Required Employee Statuses

Issue

An Avionté Web Platform admin or an Applicant received the error message "Missing required employee statuses [AA001]." 

Avionté Web Platform admins encounter this error when attempting to save an application workflow in the Admin section and cannot save the workflow. 

Applicants encounter this error when beginning an application workflow and the applicant cannot apply to the job. 

Cause

The employee status is missing in the Core application. 

The potential missing employee statuses are listed below. Ensure that each of these statuses is available in the Core application: 

Config Choice Category (cannot be changed)	Default Choice Code (can be changed)	System Name (cannot be changed)
EmployeeStatus	Online Applicant	OnlineApplicant
EmployeeStatus	Incomplete Applicant	IncompleteOnlineApplicant

Avionté Web Platform Admin

When an Avionté Web Platform admin saves an application workflow in the Recruiter Module's Admin section, the Avionté Web Platform checks the corresponding Core application database to ensure that the "OnlineApplicant" and "IncompleteApplicant" statuses are present and available to all branches. If these statuses are not found or are not available to one or more branches, the error message displays.

These statuses exist initially in every database but may have been changed or deleted by an Avionté user in the Core application. 

Applicants Through the Talent Module

Employee statuses are applied to applicant records in the Core application, including applicants who apply through the Talent Module.

When an applicant starts an application from the Job Board, the Avionté Web Platform checks the corresponding Core application database to ensure that the two required employee statuses are present and available to the selected branch if the applicant applies via an application workflow URL. 

If the statuses are not found or are not available to one or more branches, the error message will display.

The applicant will not be able to continue the application until this is resolved. 

Resolution

This error must be resolved in the Core application. 

To resolve this error:

1. Open the Core application.
2. From the Start page, click the Actions drop-down menu.
3. Select Admin Tools. The Admin Tool Main window will display.
4. Under Category, choose System and under Select, choose Config Choice. The System | Config Choice window will display. 
5. Click the ChoiceProperty tab. 
   
   
   
   
6. Select EmployeeStatus from the Category drop-down menu. 
   
   
7. Under the SystemName column, ensure that "OnlineApplicant" and "IncompleteOnlineApplicant" are available and the maincategory column is set to "EmployeeStatus."